Tag Archives: service

Once again, our yearly or thereabouts sojourn to Florida provided the inspiration for this article. Last year’s message was about First Impressions, and this year’s is a related theme: attitude. We’ve grown attached over the years to a favorite “Jimmy … Continue reading →

How do first impressions influence you? For the last few weeks I’ve been even more sensitive than usual to the their impact, probably because of the wide variation in quality that I experienced. Here are a few recent examples: We … Continue reading →

“Design is inevitable. The alternative to good design is bad design, not no design at all.” (Douglas Martin) I recently had the opportunity to participate in an excellent webinar about “Service Design” by John Wooden and J Hruby of Fredrickson … Continue reading →